Calming Upset Customers

November/December 2010
Rebecca Morgan, CSP, CMC
Certified Speaking Professional
Certified Management Consultant

Developing your key talent for strategic growth

Grow Your Key Talent
Get a Deal if I'm Working Near You!

You can save money by piggybacking with my other clients. If you want to explore what I could do to help your people be more effective, contact me ASAP so I can work you into my travel schedule.

Or get several companies together for a presentation. Or gift your clients with a presentation for their teams.

Nov. 13 Dallas, TX
Dec. 4 Las Vegas
Jan. 15 Los Angeles
Feb. 4
Norfolk, VA
March 12 Denver
April 9 London
April 14-17 Amsterdam
May 28 Singapore (hold)
May 30-31 Jakarta
Remarkable Customer Service ... and Disservice: Case Studies and Discussions to Increase Your Customers' Delight

Calming Upset Customers

This book is full of examples of superior customer service ... and below par service. Following each example are questions to ask your team to prompt discussions of what went right -- or wrong. Then you can decide how to use the lessons to improve your customers' delight.

More info
Grow Your Key Talent: Thought-Provoking Essays for Business Owners, Executives and Managers on Developing Star Staff

Calming Upset Customers

Many executives think that only HR needs to think about how to grow their internal leadership. By offloading all the thinking about this they are sure to stunt their company's growth. This book helps you examine what you should be considering when looking at helping your people grow to take on more responsibilities.

More info
Give Me a Call!

I'm always happy to brainstorm with you.

Join Me for a Free Webinar

You're invited to be my guest at this webinar:

Dec. 14, Tues., 10:00-11:00 (Pacific) sponsored by Gold Stars Speakers Bureau
"Effectively Growing Your Key Talent: Are You Sunlight and Water - or Just Manure?" More info

I'd love you to join me.

Or if you'd like to watch the one on the same topic that I recently conducted for HR Toolbox, go to and click on the link in the right sidebar.
The Kindness of Strangers

We hear a lot, nowadays, about how self-centered our society has become. We commonly hear stories of people cutting off others in traffic, wedging their way ahead of others in queue, or other self-focused behaviors.

So it's wonderful to witness acts of generosity right under my nose.

Read how the response to my neighbor's house burning down was touching.
Avoid Creating Disappointed Customers

The young woman behind the Panera Bakery counter was perky, friendly and efficient. "Great job on hiring," I thought to myself. When I added a Diet Coke to my salad order, she smiled and handed me a glass to take to the self-service soda center away from the counter.

When I arrived, a sign was posted on the Diet Pepsi (not Diet Coke) dispenser: "Temporarily out of order." "Hmm," I wondered, "How temporary they mean?"

I flagged down a managerial-looking woman. "When might the Diet Pepsi dispenser be fixed?" I pointed to the sign.

Read what I thought Panera did well and what I think they could do better
Management Lessons from a Shepherd

"A shepherd?" you ask. "Really."


Well, Don hasn't been a shepherd his whole life. Just the last 15 years. Before that he was a manager at IBM. He learned a lot about managing over 30 years. Now he applies some of his lessons to shepherding.

Like what?

Discover Don's story
Service Breakdown Caused by One Hand Not Knowing What the Other is Doing

I inadvertently left my credit card at a local hotel restaurant before heading out of town the next day. I didn't notice until I was in the airport. I called the establishment. A nice, young-sounding woman answered. I told her of the situation.

Find out what transpired and how you can apply the lessons to your organization

Would You Like to Make Money in Your Jammies?

For the last few years, I've been offering my program "Making Money In Your Jammies: Create Revenue from Blogs, Teleseminars, Webinars and Related Products" to independent professionals. Now I'm taking it on the road and to the web. I'm traveling to North American, European and SE Asian cities in the next few months, as well as offering the program as a 6-part webinar.

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Rebecca Morgan, CSP, CMC | 1440 Newport Ave. | San José | CA | 95125